Page 10 - Contact Center Magazine.pdf

IMPROVED CUSTOMER EXPERIENCE

WIJDAN MUKHTAR, K1852 - IBCC KHI I

Since its introduction, technology has constantly developed bringing
with it different changes in the society. The field of technology
affects all aspects of human life. People are getting used to it and it
is even unimaginable to live without it in the current society.

As we know that field technicians are the most important part of our
company and I am introducing an idea to develop an ?Easy Fix
Location Base Application? for our valued customers. In this app
customers can locate and hire concerned field technician to resolve
their service related issues. Customers would be required to fill in
the necessary details like Device Name, Model #, Status of LEDs on
the device etc, once all the required details are filled by the
customers then app will start finding the nearest field technician
who can solve the problem mentioned by the customer in the form.
App will give estimated time to the customers and at the given time
field technician will visit at customer?s premises to solve the
problem.

After finishing of the job app will provide payment details to the field
technician and customer will pay the charges and will also be able to
rate his experience of the job.

Regional management will also be able to login to the app to track
the reports of the jobs and customers feedback that have been
locked by the customers about the staff and field staff will have an
option to add remarks about the customers complaint for future
references.

If Uber & Careem can send a car with in 5 mins why not our field
tech reached within one or two hours.